Managed call center service often referred to as the contact center in the cloud, is gaining market share. Capital cost and the technological complexity of managing call centers are some of the reasons behind this trend. Voice and data service providers see call center as a service, as an opportunity for growth. The confluence of voice and data along with increased use of SIP trunking has created this unique opportunity for voice telecommunication service providers to step in and offer managed IP call center service.
Acquiring and setting up a cost effective, next generation contact center technology platform is a lot easier due to the growth and evolution of Asterisk. the leading hybrid IP PBX. Q-Suite, a multi-tenant call center software for Asterisk provides the features and functionality out of the box for managed service providers to compete and excel in offering contact center services.
ACD, Dialer, IVR, Call recording, Call Flow Builder, Script tool and Quality Monitoring are all part of the standard installation. Q-Suite also offers High Availability and Call Survival for mission critical applications. The technology stack of Linux, Asterisk, MySQL and Apache provides a significant cost advantage when setting up a multi-tenant contact center service with Q-Suite.